Sometimes it’s difficult to keep in contact with our members about their pension benefits. This is because very often the Trustee may not be kept up to date when a member changes their address.
Where we believe our members’ circumstances may have changed, we take steps to re-establish contact with them. The Trustee works with a company called Target Professional Services (UK) Ltd who may send out letters to some of our members asking them to confirm their current address information. For more information on Target Professional Services visit www.targetprofessional.co.uk.
The Trustee would like to thank you for your support and cooperation. If you have any queries please do not hesitate to contact us.
Do you have a comment, concern or complaint? Please follow the process below so that you get a response as quickly as possible:
Your first point of contact should be the HSBC Administration Team. If they can’t help you, then you can write to the Pension Scheme Executive.
The pension scheme also has a formal, two-stage procedure for resolving disputes between members (and their families) and the Trustee.
This requires you to complete a form at each stage and you can get these from the HSBC Administration Team:
- Firstly write to the Chief Operating Officer who will normally provide a complete written response within two months of receiving full details of the complaint.
- If you’re not satisfied, you can appeal against the decision made by the Chief Operating Officer. You must do this within four months of receipt of the decision. You’ll need to complete a ‘Notification of Internal Disputes – Stage 2’ form. Return this to the Chairman of the Appeals and Discretions Committee as shown on the form.
If this does not resolve your problem, you can write to the Pensions Ombudsman at firstname.lastname@example.org. If you prefer you can call them on (+44) 0207 630 2200. Offices are open 9am-5.30pm, Monday to Friday, excluding bank holidays.